Although the property itself was fine for the most part, the treatment from customer service is disappointing.
We were allotted a specific room upon arrival only to be told that they had switched rooms last minute. When we let them know that the newly assigned room was NOT what was booked, they insisted that they were correct only to realize they were wrong. We were allowed to use the room we initially booked.
The room we received was nice overall. There was an issue with the water boiler as one shower only had cold water and the other had only hot water. When alerted to management, they insisted they would have it fixed. Nothing was done for days and my kids had to shower either in cold water or scalding hot water. Very uncomfortable. Eventually, after multiple complaints, a plumber arrived unexpectedly at night, so everyone had to wait. The plumber said the shower issue could not be fully fixed, so nothing was truly resolved while we were there. Management did allow us to use different flats to use their showers, but codes would change unexpectedly so we did not get good showers consistently.
My children's stuff animals were also taken by accident by the cleaning crew one day (also unexpectedly). Management did get them back, which we appreciated.
After everything that went awry, management only refunded about $130 for an 11 day stay. When I asked to speak with management about this, they have ignored me since. It feels unprofessional and hurtful. Very disappointed.